Administrative Assistant - PRN

About the role

The Front Desk Lead / Administrative Assistant is responsible for overseeing front desk operations while ensuring efficient patient registration, administrative workflow, and superior customer service. This role combines leadership responsibilities with hands-on administrative duties to support daily operations, maintain compliance, and enhance patient experience. Reports to the Facility Director / Lead Administrative Staff.

Responsibilities

Front Desk & Patient Registration

• Greet patients in a professional and courteous manner upon arrival
• Accurately enter patient demographic, insurance, and financial information
• Collect co-pays, deductibles, and co-insurance payments
• Maintain patient logs, charts, and documentation
• Perform patient check-in and check-out processes, including exit interviews

Administrative & Clerical Duties

• Answer, screen, and direct incoming calls
• Manage emails, documentation, scanning, faxing, and filing
• Maintain daily financial logs and perform cash reconciliation
• Prepare reports, patient records, and informational packets
• Ensure proper documentation for billing and compliance

Leadership & Coordination

• Support and guide front desk staff to ensure smooth workflow
• Monitor daily operations and address inefficiencies
• Assist in training new staff members
• Coordinate with clinical and administrative teams

Customer Service

• Maintain a high level of professionalism and patient satisfaction
• Address patient concerns and escalate issues when necessary
• Communicate effectively with patients, families, and staff

Compliance & Quality

• Ensure compliance with HIPAA, OSHA, and facility policies
• Participate in quality improvement and safety programs
• Audit charts and maintain accurate records

Inventory & Resource Management

• Maintain adequate supplies and inventory at the front desk
• Assist in ordering and stocking necessary materials

Safety & Operations

• Maintain a clean, safe, and organized work environment
• Report any safety concerns or equipment issues promptly

Key Performance Indicators (KPIs)

• Patient Registration Accuracy: Maintain ≥ 98% accuracy in patient demographic, insurance, and financial data entry
• Patient Check-In Time: Complete patient registration within 5–10 minutes on average
• Call Handling: Answer ≥ 90% of incoming calls within 3 rings and route appropriately
• Payment Collection: Ensure 100% collection of applicable co-pays, deductibles, and balances
• Document Processing: Complete scanning, filing, and documentation updates within the same business day (≥ 95%)
• Daily Reconciliation: Maintain 100% accuracy in cash logs and financial records with no discrepancies
• Patient Satisfaction: Achieve ≥ 90% positive patient feedback related to front desk experience
• HIPAA & Compliance: Maintain 100% compliance with HIPAA and regulatory requirements
• Task Completion: Complete ≥ 95% of assigned tasks within established timelines
• Attendance & Punctuality: Maintain ≥ 98% adherence to scheduled shifts and attendance policies

Marginal Duties

• Assisting clinical staff with basic non-clinical tasks when needed
• Supporting other departments during high patient volume
• Helping with onboarding paperwork for new hires
• Covering front desk duties for other shifts or locations
• Assisting with inventory checks or supply restocking
• Participating in meetings, trainings, or special projects
• Performing additional administrative tasks as assigned by management

Requirements

Education & Experience

• High school diploma or equivalent
• 1–3 years office experience in a health care setting preferred
• Previous customer service experience preferred
• Must be able to effectively communicate with customers both in person and over the telephone
• Must have understanding of basic medical terminology

Skills

Core Competencies

• Professional Maturity: The ability to separate emotional feelings from the real issues at hand
• Responsibility: The ability to accept choices you have made and the results they have led to
• Communication: The ability to write and speak effectively; actively listens to others and gives feedback
• Flexibility: Demonstrate responsiveness and adaptability following change initiatives
• Intelligence: Understand information and apply new knowledge
• Energetic: Exhibits high levels of energy and enthusiasm
• Organized: Efficient in structuring tasks to be accomplished
• Computer Savvy: The ability to use technology efficiently and effectively
• Customer Service: The ability to enhance customer satisfaction
• Job Knowledge/Technical Knowledge: Knowledgeable of current role and technical systems, and the impact it has on the organization
• Integrity and Respect: Demonstrates utmost level of integrity
• Interpersonal Communication: Writes and speaks effectively based on the psychological, relational, situational, environmental and cultural dynamics within the situation
• Collaboration and Partnership: Encourages participation from team members
• Manages Change: Demonstrates flexibility with changing environments
• Problem Solving: Resolve issues in a timely manner
• Attention to Detail: Follows procedures to ensure entry of data
• Organization: Uses time efficiently by prioritizing and planning work activities
• Judgment: Ability to make independent decisions
• Teamwork: Works with others to accomplish objectives and shows support for decisions
• Quality: Sets high standards to ensure quality in work performed
• Accountability: Takes responsibility for adhering to all company policies, procedures, and performance expectations

Technical Skills

• Basic computer skills

Schedule

Part-time